Processing Returns

What We'll Cover

Having a solid customer-focused returns policy will not only reduce the time and resources spent on returns, but show you're committed to customer service and their buying experience. Additionally, customers will have confidence in your brand and will be more likely to buy more if they know they can quickly return an online purchase.

About This Feature

Once Returns are enabled, customers will be able to submit a return by logging in.

BigCommerce does not generate return labels, but you can use an app to do so.

The Return Instructions field can be used to provide direction for after the request has been submitted. Use this to outline what customers can expect from you or what the procedure is for a return or exchange.

The Return Reasons field is where you can list the reasons for the return.

Customers will have to select one of these reasons when making the return request. Each reason can be entered on a new line. Feel free to use the default ones provided for you or introduce new ones that better fit your business. Some of the top reasons customers return merchandise are:

Wrong Product Ordered

Product Didn’t Match Its Description

A Gift Purchase Was Incorrect

Product Was Damaged Upon Arrival

Received Wrong Product

Product No Longer Needed

The Return Actions field is where you can list the actions a customer can choose from when submitting a return request.

Customers will need to choose one of these actions when making the return request. Each action can be entered on a new line. Feel free to change the default actions, so they better fit your business. The default actions are:

Repair

Replacement

Store Credit

Returns don't always need to end with a refund. Offering alternatives, such as exchanges or store credit, can ensure the customer gets what they need while saving the original sale.

Creating a Returns Policy Page

Having a page on your site that details how you handle shipping and the return of products is important to increase shopper confidence and conversion. It can also reduce costs in the long run by setting the proper expectations should they not be satisfied with their purchase.

When creating the page, be sure to set your navigation appropriately. It's important that your returns policy be completely transparent and not hidden under an FAQ or help section.

Don't be afraid to promote your return policy in your order confirmation emails, receipts, and packaging. It's a great marketing tool and shows you stand behind your products or services.

Best Practices

The content of your Shipping and Returns policy should be an extension of your company and align with your core philosophies. The writing style does not have to be too formal since this is not a legal document but should include some basic information such as shipping timelines, warranty information, and frequently asked questions.

Here are some things to keep in mind when creating or updating your store's return policy:

Never copy and paste your returns policy from another source. Tailor it to your specific needs and target audience.

Avoid complicated legal jargon. Use plain english.

Include keywords and testimonials in your policy page. Use your policy page to boost your SEO.

Avoid negative phrases like "you must" or "we're not responsible for." The return experience should be hassle-free.

Return policies are for customers, not your business. Be empathetic and understand that returns happen.

Customer Return Process

Customers can submit a return request by logging into their customer account on your storefront, finding the order they wish to return and clicking the Return Items link. Note that customers will not be able to submit a return request for an order that has already been refunded or partially refunded.

Next, they will need to specify the Qty To Return, Return Reason, and Return Action. They also have the option to leave a comment.

After submitting the request, they will see the Return Instructions that you specified in your return settings and receive a confirmation email. Simultaneously, a notification email is delivered to the email address specified in your Store Profile Settings.

The templates that generate these emails are named return_notification_email.html and return_confirmation_email.html, respectively. You can find them in Storefront › Email Templates.

Processing Return Requests

If you receive a return request, you will see a notification on your dashboard when you log into BigCommerce.

The View Return Requests page will show you various details about the return such as the item, order number, and customer name as well as the date that it was submitted. Each returned item will show as a separate line item with its own Return ID.

Expanding the return request will provide additional details such as the Reason for Return, Requested Action and Customer Comments. You also have the option to add notes that will only be visible to you and your staff.

Note: Setting a return request to Item(s) Refunded before completing the refund will disable the ability to refund the order through the order's refund action. In this situation, the refund or partial refund will need to be made through your payment gateway's virtual terminal.

If you wish to issue store credit instead of an actual refund, click Action and select Issue store credit. You will then be asked to confirm.

If the return request will result in a different outcome, change the status to whichever of the following applies:

Pending

Received

Return Authorized

Item(s) Repaired

Request Rejected

Cancelled

This is the email your customer receives when you change the status of a return request. The email template used to generate it is called return_statuschange_email.html, which you can find from Storefront › Email Templates.

Apps

We've integrated with many shipping & fulfillment apps that can handle all of your shipping and label needs. Some, like AfterShip and ShipStation, allow your customers to initiate and create return labels on your own branded returns portal. Transforming the return process into a customer self-service saves you time and ensures a consistent, hassle-free experience for shoppers.